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  • 1.  Media Helper

    Posted 11-08-2022 15:38
    No replies, thread closed.
    Currently working with an environment that is utilizing a Virtual Desktop for their Genesys Cloud usage.

    This means that in order to have the best audio settings, they're using the Media Helper.

    There seems to be some disconnect or confusion on when is the agent considered "logged in" according to the Agent Status View and/or the Historical Adherence and Real Time adherence.  Are they considered "logged in" when they log into the MEDIA HELPER or into the GENESYS CLOUD USER PROFILE? the same for the "log out" option, are they "logged out" when they log out of the media helper or out of the user profile? 

    Specifically referencing the Log In/Log Out columns on the Agent Status view but would happily accept input on the Adherence views as well.
    #Reporting/Analytics

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Media Helper

    Posted 11-16-2022 07:37
    No replies, thread closed.

    Hi Shelby

    It should count as connected when you log-in in the Desktop app not the Media Helper. 

    We did some test and works as this, did you find any other behaviour? Can you detail a little bit more what is your scenario?

    Thanks



    ------------------------------
    Alberto Sagredo
    Sr Technical Account Manager EMEA
    Genesys - Employees
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    Original Message


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